1Doctoral student of Health Science, Faculty of Public Health, Universitas Airlangga, Surabaya, Indonesia
2Department of Health Administration and Policy, Faculty of Public Health, Universitas Airlangga, Surabaya, Indonesia
3Department of Neurosurgery, Faculty of Medicine, Universitas Airlangga, Surabaya, Indonesia
4Dr. Soetomo General Hospital, Universitas Airlangga, Surabaya, Indonesia
5Doctoral student of Medical Science, Faculty of Medicine, Universitas Airlangga, Surabaya, Indonesia
6Department of Orthodontics, Faculty of Dental Medicine, Universitas Airlangga, Surabaya, Indonesia
*Corresponding Author: Stefanus Supriyanto, Department of Health Administration and Policy, Faculty of Public Health, Universitas Airlangga, Jl. Dokter Ir. Haji Soekarno, Mulyorejo, Surabaya, Indonesia, 60286. e-mail: s.supriyanto@fkm.unair.ac.id or stefanus-s@fkm.unair.ac.id, Contact No.: +6231-5915551
Online published on 23 December, 2019.
The main orientation of hospital as a health services is upholding good governance and improve customer satisfaction by provide the perceived value.
To analyze the effect of perceived quality and perceived sacrifice to perceived value at Inpatient Installation of Dr. Soetomo Hospital Surabaya, Indonesia.
A cross-sectional observational analytical research with random sampling method. This study was conducted at the Inpatient Instalation Dr. Soetomo Hospital. The sample size of this study was 353 patients determined using Sample Size Determination in Health Studies application. The eligible patients were explained about the study objectives. Approval from patient regarding the participation in the study was obtained by written informed consents. The research instrument used consisted of a valid and reliable closed questionnaire. This questionnaire is used to measure perceived quality, perceived sacrifice, perceived value, and customer satisfaction variables through questionnaire-guided interview. T-test, Multiple Correlation Test (R test), Regression Coefficient with Simulant (F test) was performed to analyze the significant effect from perceived quality and perceived sacrifice to perceived value with p<0.01 were considered significant.
The perceived quality has a positive significant effect while the perceived sacrifice has a negative significant effect to perceived value. Perceived quality and perceived sacrifice variables has moderate relationship with perceived value.
Perceived quality and perceived sacrifice simultaneously have a significant effect on perceived value of the customer at Inpatient Installation of Dr. Soetomo Hospital Surabaya, Indonesia.
Perceived Quality, Perceived Value, Perceived Sacrifice, Service Quality, Health Service
